Help?Desk?Specialist
Full-time?employment?position?with?trading?company?in?Shanghai,?China
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Brief?Description:
We?are?looking?for?a?customer?service?oriented?Help?Desk?Specialist?to?provide?technical?support?to?users?in?an?efficient?and?accurate?manner.?You?will?be?considered?as?the?group’s?front?liner?and?you?will?solve?basic?technical?problems?and?provide?support?for?all?assigned?areas.?The?goal?is?to?make?sure?that?employee?value?is?maintained?to?the?standards?set?forth?by?the?company.
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The?primary?function?of?the?IT?department?includes?but?are?not?limited?to?designing,?implementing,?and?providing?daily?operational?support?to?the?global?company.??This?includes?support?of?all?network?hardware?and?software?as?well?as?employee?facing?desktop?support.
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Responsibilities:
-?Serving?as?the?first?point?of?contact?for?employees?seeking?technical?assistance?over?the?phone?or?email
-?Determining?the?best?solution?based?on?the?issue?and?details?provided?by?employees.
-?Support?various?products?including,?but?limited?to?Microsoft?software?products,?computer?equipment,?network?equipment,?mobile?phones,?telephony?equipment,?Apple?devices,?etc.
-?Walk?employees?through?the?problem-solving?process?to?meet?a?positive?and?satisfying?conclusion
-?Direct?unresolved?issues?to?the?next?level?of?support?personnel
-?Follow-up?and?update?the?employee?on?ticket?status?and?information
-?Record?events,?problems,?and?their?resolution?in?our?ticket?tracking?program
-?Pass?on?any?feedback?or?suggestions?by?employees?to?the?appropriate?internal?team
-?Provide?accurate?information?on?IT?products?or?services
-?Install?computer?peripherals?and?equipment?for?employees
-?Maintain?daily?performance?of?all?software?and?hardware?equipment,?as?needed
-?Identify?and?suggest?possible?improvements?on?procedures
-?May?need?to?provide?support?after?normal?working?hours
Requirements:
-?Ability?to?multitask?with?a?sense?of?urgency?while?maintaining?a?positive?attitude.
-?Ability?to?be?proactive?and?able?to?take?direction?and?establish?ownership?of?projects.
-?Extensive?experience?with?Microsoft?Windows?XP,?Windows?7,?MS?Office?Suite?2007,?2010,?2013,?antivirus?software,?print?and?imaging?devices
-?Familiar?with?Private?circuits,?Firewalls,?VMWare,?SAN?technology,?Switches,?routers,?etc.
-?Proven?working?experience?in?providing?help?desk?support?in?an?Active?Directory?Windows?environment
-?Proficiency?in?writing?and?speaking?English?and?Mandarin
-?Excellent?communication?and?interpersonal?skills
-?Proven?experience?in?troubleshooting,?diagnosing,?and/or?monitoring?of?network?devices
-?Advanced?understanding?of?computer?systems,?mobile?devices,?and?other?tech?products
-?Must?be?able?to?lift?35?lb.
-?Experience?providing?24x7?on-call?technical?support?is?a?plus
